VP, Client Services - AI Agency

EVERSANA INTOUCH•Chicago, IL

About The Position

The VP, Client Services is a leader within EVERSANA’s AI agency service line, responsible for driving growth, excellence, and innovation across a portfolio of pharmaceutical and biotech brands. This leader fuses Agentic AI with human expertise to reinvent how clients plan, execute, and optimize their commercialization and marketing efforts, ensuring EVERSANA’s AI agency becomes an indispensable partner across the product and patient journey.

Requirements

Bachelor’s degree required; advanced degree in business, marketing, communications, or related field preferred.
Approximately 10+ years of client services / account leadership experience in pharmaceutical or healthcare marketing, including agency experience; AOR and launch experience strongly preferred.
Proven subject matter expertise in digital, omnichannel, and data-driven marketing, with demonstrated exposure to AI-enabled solutions, martech, or advanced analytics.
Track record of leading large, cross-functional teams and complex portfolios, with accountability for revenue, profitability, and client satisfaction.
Demonstrated ability to lead senior client relationships, navigate ambiguity, and make sound, timely decisions in a fast-paced, high-growth environment.
Exceptional communication, storytelling, and influence skills, with comfort presenting to executive audiences and representing the agency externally.
Strong people leadership and talent development skills, including coaching, feedback, and culture-building across distributed teams.

Responsibilities

Serve as strategic partner and day-to-day executive lead for a portfolio of AI-powered accounts, building brand team trust and guiding adoption of the Agentic AI platform.
Lead development of integrated, omnichannel brand and commercialization programs leveraging EVERSANA’s fully integrated platform, from launch through LOE, ensuring measurable impact on brand performance and patient outcomes.
Define, track, and socialize account-level KPIs (satisfaction, adoption, retention, revenue, and business impact) and translate insights into actionable optimization roadmaps.
Partner with Business Development and Agency leadership to shape AI-led proposals, lead pitches, and expand the book of business through both new and organic growth.
Lead and refine scalable pod-based account structures that bring order to a new AI agency model, ensuring seamless integration of strategy, creative, medical, media, analytics, and technology.
Establish standards for client service, quality, and delivery for AI-powered workstreams (e.g., content generation, journey orchestration, next-best-action programs), balancing speed, quality, and risk management.
Oversee forecasting, SOW development, pricing, and profitability across the portfolio, proactively identifying risks and opportunities to protect and grow revenue.
Ensure disciplined project and workflow management across multiple brands, launches, and indications, with clear communication, timelines, and governance for AI-led initiatives.
Champion the EVERSANA AI agency operating model, helping clients and internal teams adopt new, disruptive ways of working that integrate Agentic AI into strategy, creative, and execution.
Lead change management with clients and internal teams, educating stakeholders on AI use cases, constraints, and value, while reinforcing responsible experimentation and compliance.
Mentor, coach, and develop account and pod leads, building a future-ready bench of AI-literate client service talent and cultivating a culture of curiosity, accountability, and collaboration.
Collaborate closely with strategy, innovation, data/analytics, medical, and technology leaders to co-create new AI-enabled offerings, playbooks, and best practices.
Represent the AI agency in senior client forums, workshops, QBRs, and executive business reviews, articulating a clear POV on how AI is reshaping healthcare marketing and commercialization.
Contribute to the AI agency’s external profile by participating in industry events, panels, and publications, and by co-developing case studies and POVs that highlight AI-driven impact.
Partner with marketing and communications to package success stories and frameworks that scale across the EVERSANA network and broader EVERSANA platform.